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The Effect of the Components of Hotel Food & Beverage Service Quality on Customer Satisfaction and Brand Loyalty  

Han, Jong-Hun (Dept. of Hotel Management, Gyeongju University)
Seo, Jung-Woon (Dept. of Food and Nutrition, Yonsei University)
Publication Information
Culinary science and hospitality research / v.22, no.5, 2016 , pp. 277-294 More about this Journal
Abstract
This study was to empirically determine the relationship between hotel food & beverage service quality, and customer satisfaction and brand loyalty. A total of 260 survey responses were collected from food & beverage' customers of seven five star hotels in Seoul. The results of hypothesis testing can be summarized as follows. The results showed that facility and reliability factors, and employee service and excellence factors had significant effects on customer satisfaction, and then reliability factors and excellence factor had significant effects on brand loyalty. Customer satisfaction also had a significant effect on brand loyalty. It can be concluded that the service quality components of hotel food & beverages are perceived responsiveness, service capabilities, food and beverages products, and physical environments. A strategy should be developed to create internal communication programs based on the empirical analysis results of this study.
Keywords
hotel food & beverage service quality; customer satisfaction; brand loyalty;
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Times Cited By KSCI : 2  (Citation Analysis)
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